Suggestions for WTC call center bid qualifications, May 2002

NYC 9/11 Public Portal Document

I . Giisenan, Michael From: [email protected] Sent: Tuesday, May 14, 2002 4:51 PM To: Ron Bergmann Cc: Jennifer Mandel; Gilsenan, Michael; Smyth, Virginia Subject: Re: Call Center Scope and Estimated Budget

references is your call. # of fields flows off the questionnaire which is appended. -d

Ron Bergmann <rbergman@health To: virginias8dep.nyc.gov , Richard .nyc.gov> Stapleton/R2/USEPA/US@EPA, Jennifer Mandel <[email protected] > 05/14/2002 04:47 co: michaelgi@dep .nyc.gov PM Subject: Re: Call Center Scope and Estimated Budget

Two further suggestions: 1) qualifications - have the proposers minclude references? 2) EPA data entry - include specs re the form (i.e. number of fields, etc.)

»> Jennifer Mandel 05/14/02 02:55PM »> Just a couple of comments: -On the bid sheet, the Inbound/Outbound rate unit is "per call". Most call centers will charge per unit of time ex: per minute, per second. If you do use a cost per call then you’ll probably have to provide the bidders with the average estimated length of call.

-TTY will be VERY expensive. You might want to indicate that bidders must have the capability to provide TTY service and must provide the cost for TTY but it should be listed separately in their proposed budget. If you do provide a separate TTY number for the public, you might want to use an in-house number and staff since the call volume would be very low.

Jennifer Mandel New York City Department of Health 125 Worth Street, CN 28 New York, NY 10013

E-mail: [email protected] Phone: (212) 788-4944 Fax: (212) 788-9232

»> "Smyth, Virginia" <[email protected] > 05/14/02 02:33PM »> Attached is our (hopefully final) version of the Scope of Work for the Call Center. Also, I am attaching a copy of the proposed budget. This form will also be used as a bid sheet, with dollar amounts deleted of course. Any 1

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